How to Fix Wrong Information in Your Credit Report in Malaysia - CTOS - Malaysia's Leading Credit Reporting Agency

Finding something wrong in your Credit Report can be unsettling. Maybe a payment is marked as missed when you know you paid it. Maybe there is a legal record you do not recognise. Maybe an account appears in your CTOS Report that you never opened, or your CTOS Score has dropped without explanation.

Whatever the error is, the most important thing to know is this: you have the right to dispute it, and you should act on it quickly. An inaccurate Credit Report can affect your loan applications, your CTOS Score, and in serious cases, your financial safety. None of those consequences go away on their own.

This guide tells you exactly what to do, depending on what type of error you have found and where it appears in your Credit Report.

First: Understanding How Your CTOS Report Is Compiled

Before getting into how to fix an error, it helps to understand how a Credit Report comes together in the first place. This is important because it determines who actually has the power to correct an inaccurate record.

CTOS is a credit reporting agency. That means we compile and present credit information so that lenders and consumers can see a complete picture of a person’s financial profile in one place. We do not create or key in the data ourselves. We report what is provided to us by the original source parties, and your CTOS Score is calculated based on that reported data.

Each section of your Credit Report comes from a different source:

Personal information comes from the National Registration Department (NRD).
Directorship and business records come from the Companies Commission of Malaysia (SSM).
Litigation and bankruptcy records come from the Malaysian courts and gazette publications.
Trade referee listings (eTR) come from suppliers and businesses that submit trade credit references.
CCRIS Records come from financial institutions that report your repayment data to Bank Negara Malaysia.

This matters when something is wrong. Because the data originates from these source parties, any correction has to happen at source. Our role at CTOS is to help you raise the dispute, liaise with the relevant party where appropriate, and make sure the corrected information flows through into your CTOS Report once it has been updated at source.

Why Errors Appear in Your CTOS Report or CCRIS Record

With that many sources feeding into a single Credit Report, errors can and do happen. Common causes include:

A financial institution reporting a payment incorrectly to Bank Negara Malaysia, which then appears wrongly in your CCRIS Record
A court record that was resolved or struck off but never updated in the source registry
Administrative errors during data entry at the source
A company directorship that was not formally removed from SSM after a resignation
Personal details that were not updated after a change at NRD
Identity fraud, where someone has used your personal details to open accounts or take on credit in your name

Not all errors are equally serious. Some are straightforward data discrepancies that can be corrected through a formal dispute. Others, particularly those involving identity fraud, require faster and more decisive action. Either way, leaving them in your CTOS Report unchallenged means they continue to affect your CTOS Score and how lenders view your application.

Step 1: Identify What Type of Error You Are Dealing With

Before you act, it helps to know which section of your Credit Report the error appears in, because different types of errors go through different channels and involve different source parties.

Errors in your CCRIS Record — repayment codes, outstanding balances, or credit facilities that do not belong to you — originate from the financial institutions that submitted the data to Bank Negara Malaysia. These disputes need to be raised with the relevant institution.

Errors in other sections of your CTOS Report — personal information, directorship and business records, litigation and bankruptcy records, or trade referee listings — originate from the respective source registries. You can raise these disputes with us at CTOS, and we will work with the source party on your behalf to verify and update the record.

Suspected identity fraud — accounts, applications, or records you have no knowledge of whatsoever — is a separate situation that requires immediate action across multiple channels.

Knowing which category applies to your situation will save you time and help you contact the right party from the start.

If the Error Is in Your CTOS Report (Personal Info, Directorship, Litigation, or Trade Referee Sections)

These sections of your CTOS Report draw from external registries, but you can raise the dispute with us directly. We will review your case and work with the relevant source party to verify the information and have it corrected at source.

Here is what the process looks like:

Log in to your CTOS account and pull up your Credit Report to confirm exactly what the error is and which section it appears in.
Gather any supporting documents that can help verify the correct information. For example, if a legal record appears that should have been struck off, a court order or discharge letter would support your dispute. If a directorship is shown for a company you have resigned from, an SSM resignation document would help.
Submit your dispute by emailing us at contactus@ctos.com.my. This is the fastest and most convenient way to reach us.
We will review your dispute, follow up with the source party where required, and respond with the outcome.

Under the Credit Reporting Agencies Act 2010, which governs how credit reporting agencies in Malaysia operate, consumers have the right to dispute information in their Credit Report and to have inaccurate data corrected at source. That right exists and we take it seriously.

If the Error Is in Your CCRIS Record

Your CCRIS repayment data is submitted directly by financial institutions to Bank Negara Malaysia. We include this data in your MyCTOS Score Report so you can see it alongside the rest of your Credit Report and your CTOS Score, but the source of the data sits with the bank or financial institution that submitted it.

This means that if a repayment code looks wrong, if a credit facility appears that you do not recognise, or if your outstanding balance is listed incorrectly, the dispute needs to start with the relevant financial institution. They are the only party that can correct the record at source.

Here is the process:

Identify which financial institution the incorrect record is linked to. This is listed alongside each credit facility in your CCRIS Record.
Contact that institution directly, whether it is a bank, a cooperative, or a licensed financial provider. Ask them to review the data they submitted and correct it if it is inaccurate.
Keep a record of your communication: the date, the name of the person you spoke to, and what was agreed.
If the institution does not resolve the matter satisfactorily, you can escalate to Bank Negara Malaysia through BNMTELELINK, BNM’s consumer complaint and inquiry service, at bnm.gov.my or by calling 1-300-88-5465.

Once the financial institution corrects the data at source and resubmits it to Bank Negara Malaysia, the update will flow through to your CCRIS Record in the following monthly update cycle, and your CTOS Score will be recalculated to reflect it.

If You Suspect Identity Fraud

This is urgent. If you find accounts, credit applications, or records in your Credit Report that you have no knowledge of, do not wait. Act on the same day.

Identity fraud in a Credit Report means someone has used your personal details to apply for credit, open accounts, or take on financial obligations in your name. Left unaddressed, it can cause serious and lasting damage to your CTOS Score and overall financial profile.

Here is what to do immediately:

Contact us at CTOS to flag the suspicious records in your CTOS Report. While we cannot amend records that originate from source parties on our own, we can help review the entries, guide you through the dispute process, and coordinate with the relevant source parties.
Lodge a police report. This creates an official record of the suspected fraud and is often required as supporting documentation when disputing fraudulent records with financial institutions and regulators.
Contact the relevant financial institutions linked to any accounts or applications you do not recognise. Ask them to freeze or investigate the accounts in question while the matter is under review.
Report to Bank Negara Malaysia via BNMTELELINK if fraudulent credit facilities appear in your CCRIS Record.
Consider subscribing to CTOS SecureID, our credit monitoring product, if you are not already on it. It sends real-time alerts whenever a new credit application is made in your name, whenever your credit limit changes, whenever an account is closed, and whenever your address or contact details are updated. Catching these changes as they happen gives you a much faster response window.

Identity fraud tends to get worse the longer it goes undetected. Moving quickly matters.

How Long Does a Dispute Take to Resolve?

There is no single fixed timeline. It depends on the type of error, the source party responsible for correcting it, and how quickly supporting documentation is provided.

For disputes raised with us at CTOS, we aim to review and respond as promptly as possible once we have the information we need. Because the actual correction has to happen at source, the overall resolution time also depends on how quickly the source party (such as the courts, SSM, or another registry) processes and updates the record.

For CCRIS disputes, the timeline depends on how quickly the financial institution investigates and resubmits corrected data to Bank Negara Malaysia. CCRIS data is updated monthly, so even after a correction is made at source, it may take until the next update cycle to reflect in your CTOS Report and recalculate your CTOS Score.

The clearer and more complete your supporting documentation is from the start, the smoother the process tends to be.

How to Protect Your CTOS Report and CTOS Score Going Forward

The best time to catch an error in your Credit Report is before it affects a loan application or causes further damage to your CTOS Score. Checking your CTOS Report regularly, rather than only when something goes wrong, gives you that advantage.

CTOS SecureID is built for exactly this. It monitors your credit profile continuously and alerts you in real time whenever something changes, including new credit applications, account closures, credit limit changes, missed payment flags, and address updates. It also includes dark web monitoring, which scans for your personal information being circulated in places it should not be.

For anyone who has previously experienced an error, or who wants to stay ahead of potential fraud, ongoing monitoring is a more reliable safety net than periodic manual checks.

An Error Is Not the End

Finding wrong information in your CTOS Report or CCRIS Record is frustrating, but it is fixable. The Credit Reporting Agencies Act 2010 gives every Malaysian consumer the right to dispute inaccurate information, and the process, while it takes some effort, exists for exactly this reason.

The key is not to leave it. An error that sits unchallenged in your Credit Report keeps affecting your CTOS Score and how lenders see you for as long as it is there. Acting on it, even if the process takes a few weeks, is always the better outcome than doing nothing.

Check your Credit Report, know what is in it, and if something does not look right, raise it.

Check Your CTOS Report Today

View your MyCTOS Score Report to see your CTOS Score, CCRIS Records (BNM), and every other section of your Credit Report in one place. If you want ongoing protection and real-time alerts whenever something changes in your profile, CTOS SecureID keeps you informed automatically.

FAQ

Does CTOS create or input the data in my CTOS Report?

No. CTOS is a credit reporting agency. We compile and present credit information from source parties such as the National Registration Department, SSM, the courts, eTR submitters, and financial institutions reporting to Bank Negara Malaysia. We do not key in or originate the data ourselves. Your CTOS Score is then calculated based on that reported data. When something is wrong, the correction has to happen at source, and we help facilitate that process.

How do I dispute wrong information in my CTOS Report?

Email us at contactus@ctos.com.my with details of the inaccuracy. Gather any supporting documents, such as payment receipts, court orders, SSM resignation letters, or other official records, and include them in your email. We will review your dispute and work with the relevant source party to have the record corrected. Under the Credit Reporting Agencies Act 2010, you have the right to have inaccurate information in your CTOS Report investigated and corrected.

What should I do if a repayment code in my CCRIS Record is wrong?

Raise the dispute directly with the financial institution that submitted the data to Bank Negara Malaysia. The institution is responsible for the accuracy of what they report. Ask them to review and correct the record. If they do not resolve it satisfactorily, escalate to Bank Negara Malaysia via BNMTELELINK at 1-300-88-5465. Once the data is corrected at source, the update will reflect in your CCRIS Record and CTOS Score in the following monthly cycle.

My CTOS Score dropped suddenly. Could it be due to wrong information?

It is possible. A sudden, unexplained drop in your CTOS Score is worth investigating. Pull up your MyCTOS Score Report and review your CCRIS Record for any new credit facilities or missed payments you do not recognise, check the litigation and bankruptcy section for unfamiliar entries, and look at any new credit applications listed under your name. If anything looks off, raise a dispute through the appropriate channel. Identity fraud is one possible cause, and acting quickly limits the damage.

What if there are accounts in my Credit Report that I never opened?

This is a potential sign of identity fraud. Act immediately: contact us at CTOS, lodge a police report, and notify the relevant financial institutions. You should also report the matter to Bank Negara Malaysia via BNMTELELINK. Subscribing to CTOS SecureID will alert you in real time to any future credit applications or account changes made in your name.

How long does it take to fix an error in my CTOS Report?

It depends on the type of error and which source party needs to correct it. For disputes raised with us at CTOS, we review and respond as promptly as possible once we have the supporting documentation, and we work with the source party to update the record. For CCRIS data, corrections depend on the relevant financial institution resubmitting the data to Bank Negara Malaysia, after which it will appear in the next monthly update cycle.

Will correcting an error in my CTOS Report immediately improve my CTOS Score?

Once an inaccurate record is corrected or removed at source and reflected in your CTOS Report, your CTOS Score will be recalculated based on the updated information. The timing depends on when the correction is processed and when your score is next updated. If the error was negatively affecting your CTOS Score, removing it should have a positive effect.

What is BNMTELELINK?

BNMTELELINK is Bank Negara Malaysia’s consumer complaint and inquiry service. It handles complaints related to financial institutions and products regulated by BNM, including issues with CCRIS data that appears in your CTOS Report. You can reach BNMTELELINK at 1-300-88-5465 or through www.bnm.gov.my.

What is the Credit Reporting Agencies Act 2010?

The Credit Reporting Agencies Act 2010 is the Malaysian legislation that governs how credit reporting agencies, including CTOS, operate. It gives consumers the right to access their CTOS Report and to dispute information they believe is inaccurate. Credit reporting agencies are required to investigate disputes and work with source parties to ensure inaccurate records are corrected.